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  • Cisco Systems, Inc.www.cisco.com

    Cisco has more than 200 offices worldwide. Addresses, phone numbers, and fax numbers are listed on the Cisco website at www.cisco.com/go/offices.

    Cisco Unified Attendant Console Advanced Design GuideJune 21, 2016

    Text Part Number: OL-29384-01

    http://www.cisco.comhttp://www.cisco.com/go/offices

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    Any Internet Protocol (IP) addresses and phone numbers used in this document are not intended to be actual addresses and phone numbers. Any examples, command display output, network topology diagrams, and other figures included in the document are shown for illustrative purposes only. Any use of actual IP addresses or phone numbers in illustrative content is unintentional and coincidental.

    Cisco Unified Attendant Console Advanced Design Guide 2012 Cisco Systems, Inc. All rights reserved.

  • iiiCisco Unified Attendant Console Advanced Design Guide

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    C O N T E N T S

    About This Document vii

    Audience vii

    Abbreviations Used In This Document viii

    Conventions ix

    Obtaining Documentation and Submitting Service Requests ix

    C H A P T E R 1 Introduction to Cisco Unified Attendant Console Advanced 1-1

    Controlled CTI Devices 1-1Controlled CTI Device Provisioning 1-2Call Delivery Methods 1-3

    Cisco Unified Attendant Console Advanced User Accounts 1-3

    Cisco Unified Attendant Console Advanced Server 1-4

    Cisco Unified Attendant Console Advanced Server Virtualization 1-5VMware Guest Machine Requirements 1-5

    VMware Guest Machine Disk Space 1-5Cisco Unified Communications Manager and Cisco Unified Attendant Console Advanced Server Co-residency 1-7

    Server Prerequisites 1-7Server Identification 1-7Add Web Server Internet Information Services 1-7

    Add IIS to Windows Server 2008 1-8Add IIS to Windows Server 2012 1-8

    Add Firewall Exceptions 1-9

    SQL Database 1-9SQL Installation Prerequisites 1-9SQL Installation 1-10Database Problems 1-11

    SQL Server Express Host Name Too Long 1-11Duplicate Server CIDs 1-11Model Database Too Small 1-12

    System Hardening 1-12

    C H A P T E R 2 Cisco Unified Attendant Console Advanced Architecture 2-1

    System Architecture Overview 2-1

  • Contents

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    Bandwidth and Latency 2-3Cisco TSP Timeouts 2-3

    CTI Architecture 2-3CTI Request Information Flow 2-4Cisco Unified Attendant Console Advanced CTI Setup 2-6

    CTI Resilience 2-6

    Call Flow Diagrams 2-8

    Centralized Installations and Transcoding 2-12Example Installation Requiring Transcoding 2-13

    Network Bandwidth Consumption 2-17

    Cisco Unified Attendant Console Advanced Ports 2-18

    Sample Topologies 2-20Single Site Topology 2-20Centralized Cisco Unified Attendant Console Advanced Server with Local and Remote Clients 2-21

    AXL Connectivity 2-22AXL Usage During Installation 2-22AXL Usage After Installation 2-22Standalone Installation Scenarios 2-23Resilient Installation Scenarios 2-23

    C H A P T E R 3 Cisco Unified Communications Manager Compatibility 3-1

    Cisco TAPI Support 3-2

    Calling Search Spaces and Partitions 3-2Answering Calls 3-3Consult Transfer 3-4Blind Transfer (Standard Functionality) 3-5Blind Transfer (Direct Transfer) 3-6Night Service /Overflows/ Out of Service 3-6

    Queue Overflow Best Practice 3-7Holding Calls 3-9Parking Calls 3-10Call Flow Example With Partition/CSS 3-11

    Configuring Controlled CTI Devices 3-12

    Configuring CTI Manager and Cisco TSP 3-12

    Media Driver Options 3-12

    TSP Silent Install 3-13

    Supported Handsets 3-13Jabber Support 3-20

  • Contents

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    C H A P T E R 4 Cisco Unified Attendant Console Advanced Resilience 4-1

    Full Resilience 4-1Database Replication 4-2

    System Configuration 4-5Failover Scenarios 4-5

    Full Failover 4-5Partial Failover 4-5Full CTI Failover 4-6

    Providing Additional Resilience 4-6CTI Manager Service Failure 4-6Cisco Unified Communications Manager Failure 4-7Client Handset Resets 4-7

    C H A P T E R 5 Directory Contacts, Devices and Line Status 5-1

    Populating the Directory 5-1Searching the Directory 5-2Assigning Device Names to DNs (Cisco Unified Communications Manager) 5-2Assigning Device Names to DNs (External Sources) 5-2

    BLF Plug-in 5-3Amending Device Names 5-5

    Device Selection 5-5

    Shared Line Support 5-8Device-based Monitoring 5-8

    C H A P T E R 6 Presence Integration 6-1

    Cisco Unified Presence Server Integration 6-2

    MOC and Lync Integration 6-3

    C H A P T E R 7 Cisco Unity Voicemail Integration 7-1

    Configuring Cisco Unified Attendant Console Advanced Voicemail Access 7-1

    Call Arrival Mode 7-2

    C H A P T E R 8 Antivirus and Remote Access Application Support 8-1

    Remote Access Application Support 8-1

    A P P E N D I X A AXL/Database Field Mappings A-1

    Phone Mappings A-1

  • Contents

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    CTI Route Point Mappings A-3

    Directory Number (Line) Mappings A-4

    Devicenumplanmap Mappings A-6

    A P P E N D I X B Accessing Cisco Unified Attendant Console Advanced Registry Keys on Client PCs B-1

  • viiCisco Unified Attendant Console Advanced Design Guide

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    About This Document

    This document contains information to help you plan, implement and administer your Cisco Unified Attendant Console Advanced system. It applies to all major releases of Cisco Unified Attendant Console Advanced, and it covers the following major topics:

    Chapter 1, Introduction to Cisco Unified Attendant Console Advanced

    Chapter 2, Cisco Unified Attendant Console Advanced Architecture

    Chapter 3, Cisco Unified Communications Manager Compatibility

    Chapter 4, Cisco Unified Attendant Console Advanced Resilience

    Chapter 5, Directory Contacts, Devices and Line Status

    Chapter 6, Presence Integration

    Chapter 7, Cisco Unity Voicemail Integration

    Chapter 8, Antivirus and Remote Access Application Support

    Appendix A, AXL/Database Field Mappings

    Appendix B, Accessing Cisco Unified Attendant Console Advanced Registry Keys on Client PCs

    AudienceThis document is for anyone involved with the planning, implementation and administration of a Cisco Unified Attendant Console Advanced system. It assumes basic knowledge of the Cisco Unified Attendant Console Advanced and Cisco Unified Communications Manager.

    Use this document in conjunction with the Cisco Unified Attendant Console Advanced Web Administration and Installation Guide.

  • viiiCisco Unified Attendant Console Advanced Design Guide

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    Abbreviations Used In This Document This document uses the following abbreviations:

    Abbreviation Name

    API Application Programming Interface

    AXL AVVID XML Layer

    BLF Busy Lamp Field

    CSS Calling Search Spaces

    CT Computer Telephony

    CTI Computer Telephony Integration

    CUACA Cisco Unified Attendant Console Advanced

    CUCM Cisco Unified Communications Manager

    CUP Cisco Unified Presence

    CUPS Cisco Unified Presence server

    DB Database

    DDI/DID Direct Dial In/Direct Inward Dialing

    DN Directory Number

    DND Do Not Disturb

    DNS Domain Name System

    HTTP Hypertext Transport Protocol

    LAN Local Area Network

    LDAP Lightweight Directory Access Protocol

    MAC Media Access Control

    MOC Microsoft Office Communicator

    MOH Music On Hold

    MSDTC Microsoft Distributed Transaction Coordinator

    OCS Office Communications Server

    PBX Private Branch Exchange

    PCM Pulse Code Modulation

    PSTN Public Switched Telephone Network

    RID Resource Identifier

    RSS Really Simple Syndication

    RTT Round Trip Time

    SCCP Skinny Call Control Protocol

    SIP Session Initiation Protocol

    SQL A language for manipulating databases

    SRTP Secure Real-time Transport Protocol

    SSL Secure Sockets Layer

  • ixCisco Unified Attendant Console Advanced Design Guide

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    Conventions This document uses the following typographical conventions:

    Note Means reader take note.

    Tip Means the following information will help you solve a problem.

    Obtaining Documentation and Submitting Service Requests For information on:

    Obtaining documentation

    Obtaining support

    Submitting service requests

    TAPI Telephony Application Programming Interface

    TCP/IP Transmission Control Protocol/Internet Protocol

    TSP Telephony Service Provider

    UC_SRND Unified Communications Solution Reference Network Design

    UCST Unified Communications Sizing Tool

    WAN Wide Area Network

    WMI Windows Management Instrumentation

    XML Extensible Markup Language

    Abbreviation Name

    Convention Indication

    bold font Commands and keywords and user-entered text appear in bold font.

    italic font Document titles, new or emphasized terms, and arguments for which you supply values are in italic font.

    [ ] Elements in square brackets are optional.

    {x | y | z } Required alternative keywords are grouped in braces and separated by vertical bars.

    [ x | y | z ] Optional alternative keywords are grouped in brackets and separated by vertical bars.

    string A non-quoted set of characters. Do not use quotation marks around the string.

    courier font Terminal sessions and information the system displays appear in courier font.

    < > Non-printing characters such as passwords are in angle brackets.

    [ ] Default responses to system prompts are in square brackets.

    !, # An exclamation point (!) or hash sign (#) at the start of a code line indicates a comment.

  • xCisco Unified Attendant Console Advanced Design Guide

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    Providing documentation feedback

    Security guidelines

    Recommended aliases

    Gathering additional information

    A list of all new and revised Cisco technical documentation

    see the monthly Whats New in Cisco Product Documentation at: http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

    Subscribe to Whats New in Cisco Product Documentation as a Really Simple Syndication (RSS) feed and set content to be delivered directly to your desktop using a reader application. The RSS feeds are a free service and Cisco currently supports RSS Version 2.0.

    http://www.cisco.com/en/US/docs/general/whatsnew/whatsnew.html

  • C H A P T E R

    1-1Cisco Unified Attendant Console Advanced Design Guide

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    1Introduction to Cisco Unified Attendant Console Advanced

    This chapter provides a brief introduction to Cisco Unified Attendant Console Advanced, including the following:

    Controlled CTI Devices, page 1-1

    Cisco Unified Attendant Console Advanced User Accounts, page 1-3

    Cisco Unified Attendant Console Advanced Server, page 1-4

    Cisco Unified Attendant Console Advanced Server Virtualization, page 1-5

    Server Prerequisites, page 1-7

    SQL Database, page 1-9

    Cisco Unified Attendant Console Advanced is a Windows-based operator attendant console application for use exclusively with Cisco Unified Communications Manager. Cisco Unified Attendant Console Advanced emulates the functions of a manual telephone switchboard, and so enables Cisco Unified Attendant Console Advanced operators to quickly accept incoming calls and efficiently dispatch them to recipients within an organization. Cisco Unified Attendant Console Advanced has a Client/server architecture and uses the Cisco TSP to communicate with Cisco Unified Communications Manager for call control.

    Controlled CTI Devices Cisco Unified Communications Manager uses the following types of Controlled CTI Devices:

    Computer Telephony Integration (CTI) Portsvirtual phones that can terminate calls. They can be used for queuing calls and can play music on hold to the caller.

    Computer Telephony Integration (CTI) Route Pointsvirtual devices that can receive multiple, simultaneous calls for application-controlled redirection. They cannot terminate (answer) calls.

  • 1-2Cisco Unified Attendant Console Advanced Design Guide

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    Chapter 1 Introduction to Cisco Unified Attendant Console AdvancedControlled CTI Devices

    Cisco Unified Attendant Console Advanced uses these types of Controlled CTI Devices:

    Each Cisco Unified Attendant Console Advance...

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